Service Manager for Family Maintenance

3 days ago


Burnaby, British Columbia, Canada BC Family Maintenance Agency (BCFMA) Full time

BC Family Maintenance Agency (BCFMA) is a BC Crown agency that provides free services to families in British Columbia who are eligible to receive or pay family support. The Agency offers support that strengthens families, enabling them to achieve their full potential and secure the best possible future for their children.

We are seeking an experienced Manager, Client and Case Management Services to join our team in Burnaby. This position reports to the Director, Client Services and Operations and is responsible for leading a results-oriented client services team through effective supervision of day-to-day activities, while developing individuals and the overall team.

The Manager, Client and Case Management Services works with staff to maximize performance of the case management program and client service. They have a comprehensive understanding of labour relations and can analyze problems, identify key information and issues, and tactfully resolve them. They provide effective leadership and corporate guidance, ensuring information flows between leadership and the team.

The manager exercises delegated authority to make decisions and provides avenues for dispute resolution consistent with the legislation, administrative law, and policies and procedures. They are also responsible for recognizing, researching, and implementing solutions that will improve the performance of their teams while aligning with service plan deliverables.

Key Responsibilities:
  • Manages an operations team and provides leadership and coaching in both virtual and in-office environments.
  • Develops and implements operational plans and strategies to manage the delivery of BCFMA services.
  • Handles program escalations from clients/representatives and manages requests to vary guidelines/procedures.
  • Executes the Business Continuation Plan to ensure services are sustained during an emergency or unplanned disruption.
  • Participates in long-range planning sessions to determine the future needs of services for clients and the program.
  • Implements operational changes to support the Division's Business Plan, priorities, and employee engagement.
  • Reviews and evaluates the standards of practice, monitors program performance, and implements changes to improve delivery of services.
  • Participates and leads in a portfolio of internal and corporate projects that involves overseeing sub-projects and/or multiple delivery components.
  • Consults across management teams to ensure ongoing consistency in implementing change and strategic direction.
  • Provides expert advice and compliance supporting and advising on the interpretation and application of legislation, regulations, policy, and procedures.
  • Prepares documents including presentation materials, evaluation reports, and forecast reports to support senior management's strategic decisions.
  • Works collaboratively across the organization to support agency goals and participates in long-range planning sessions to determine future needs of the agency.


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